There is a strong statistical link between team’s wellbeing and customers’ satisfaction. Forbes discovered people who feel they are heard and understood are 4.6 times more likely to perform at their best. This is just one example proving that resources you put into improving your team’s experience are your best investment.
Why Does People’s Experience Matter?
According to Glassdoor, a well-known source on employee experience, a positive impact the team’s happiness makes on customers’ satisfaction can be tracked in every industry. But it is twice as large if employees have a lot of direct communication with customers.
Let’s look at one of the most well-known employee-centric brands — Starbucks. This company is known for putting lots of resources into their team’s wellbeing, so they could create a special and friendly atmosphere and make their customers happy. Customer studies show 87% of the affinity towards the brand is driven by the way Starbucks treats employees.
Customer support is also quite descriptive about the trend. As dedicated support agents are to provide the best customer experience, there is not much they can do when burnt out or distressed. On the other hand, happy and engaged team members tend to focus on customers’ needs and emotions, provide better services, and receive better feedback.
3 More Reasons to Prioritize Your Team’s Wellbeing
- Retention that helps spare costs
Recruitment, onboarding, and training processes needed to provide quality services require a lot of time, resources, and expenses. At the same time, happier teammates who feel comfortable at their work tend to stay with the company longer, reducing costs on hiring new staff.
Additional bonus: satisfied agents often become company’s advocates. The statistics SupportYourApp has clearly shows that most of our new team members learn about us from their friends’ recommendations.
- Company’s reputation as of a preferable workplace
Here is something about today’s labor market: the number of job openings clearly exceeds the number of jobseekers. Businesses struggle to find new qualified and experienced specialists, especially in the tech industry. But a company known to be employee-centric, a company with a strong corporate culture, has a lot of chances to become an employer of choice.
- Measurable return of investment
Expenses on the team’s wellbeing are paid off due to increasing productivity and growing customer satisfaction. How quickly? Numbers show companies with motivated and highly engaged teams notice a 19.2% growth in operational income yearly.
Our entire company is built on communication and dealing with people. That’s why we always define our team as the most valuable asset we have. To make sure every team member feels comfortable and has all the necessary conditions to perform their best work, we created a People Experience Department. They contact all the members of our big team directly on a regular basis to discuss their experience at the company, their needs and ideas.
At SupportYourApp, we try to engage our team members into the company’s life as much as possible. Feedback collection, milestone meetings, regular updates on the company’s news — these are just some examples of our regular activities, aimed to establish a united team where everyone feels in the right place and moves towards common goals. And, if we compare just two metrics, feedback from the team members and the rating our clients give, we can see: the better team members feel, the more happy customers and satisfied clients we have.
Anastasiia is a professional writer with a diverse background. She used to write about IT, logistics, business, but now her main interest is customer support and communication. Anastasiia’s biggest passion is reading — she prefers books over anything. She believes that the greatest thing a keen reader can do is to write themselves.Posted on